Customer Service Representative (Contact Centre)- Full Time, Hybrid Opportunity

NRMA; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Staff discounts

Career development

5 weeks annual leave

Performance bonus

Job summary

NRMA is seeking an Inbound Customer Service Representative for its Contact Centre. This full-time, hybrid role supports members by handling roadside assistance inquiries and delivering empathetic, accurate support from home and in our Sydney-based offices.

You’ll join a energetic team, with training provided, and a pathway to grow within NRMA. Applicants should enjoy fast-paced environments and helping people while maintaining high data integrity.

Qualifications

• Proven experience in customer service with training provided.
• Ability to perform well in fast-paced, high-volume environments.
• Strong communication skills and professionalism.

Responsibilities

• Handle inbound roadside assistance calls calmly and professionally.
• Provide clear guidance aligned with quality standards.
• Maintain accurate records and protect member information.
• Assess needs and coordinate the appropriate service.
• Collaborate with internal teams to deliver timely outcomes.
• Navigate multiple systems accurately and efficiently.
• Use sound judgement under pressure to deliver positive experiences.

Skills

Customer service

Resilience

Emotional resilience

Adaptability

Empathy & member focus

Communication & professionalism

Technical confidence

Self-motivation

Team connection

Job description

Customer Service Representative (Contact Centre)- Full Time, Hybrid Opportunity

We’re one of Australia’s most trusted brands. Being Member-owned, every decision we make has people and our community at its heart. From our legendary Roadside assistance to electric vehicle charging networks, holiday parks and lodges, harbour transport, and ocean cruising we are striving to make a difference that contributes to a brighter shared future for all Australians.

Forget what you thought you knew about the NRMA – take a look on the inside and you’ll discover that life with us is more than just a job – it’s your chance to make a difference together.

Company Description

We’re one of Australia’s most trusted brands. Being Member-owned, every decision we make has people and our community at its heart. From our legendary Roadside assistance to electric vehicle charging networks, holiday parks and lodges, harbour transport, and ocean cruising we are striving to make a difference that contributes to a brighter shared future for all Australians.

Forget what you thought you knew about the NRMA – take a look on the inside and you’ll discover that life with us is more than just a job – it’s your chance to make a difference together.

Job Description

As an Inbound Customer Service Representative, you’ll be the first point of contact for roadside assistance calls - helping people feel safe, supported, and back on the road quickly. Become the reassuring voice our members rely on.

Build meaningful skills, grow your career, and make a real impact every day!

The important details!

• Start Date: 23rdNovember 2026
• Hours: Full-time Permanent position(35 hours per week)
• Roster: Full commitment to a 3-week rotational roster between the hours of 5am midday-12am midnight, Monday to Sunday (including public holidays). Please note the rosters and/or hours are not negotiable.
• Location: Hybrid working: Workingfromhome with collaboration & engagement days each month within our offices at either Sydney Olympic Park or Gosford. Must live within 100km from central Gosford and willing to come into Sydney Olympic Park during the training period.
• Holiday/Leave Requests: Please note unfortunately we are unlikely able to support any leave requests between mid-November until end of April 2027, due to peak period.

What You’ll Do

• Customer Empathy: Handle inbound roadside assistance calls calmly, professionally, and accurately.
• Clear Communication: Reassure members and provide concise guidance in line with quality standards.
• Data Integrity: Maintain accurate records and handle member information confidentially.
• Critical Thinking: Assess member needs and coordinate the appropriate service efficiently.
• Collaboration: Work with internal teams to deliver timely outcomes.
• Systems Proficiency: Navigate multiple systems while following processes and procedures.
• Problem Solving: Use sound judgement under pressure to deliver positive member experiences.

What You’ll Bring

• Customer Service Experience and Passion: Proven experience working in customer service and a passion to help people. Previous contact centre experience is welcomed but not essential – we will provide you training!
• Resilience & Composure: Perform effectively in fast‑paced, high‑volume environments while remaining calm under pressure.
• Emotional Resilience: Maintain focus through challenges, quickly recovering with a positive, can‑do attitude.
• Adaptability: Embrace change and confidently adopt new systems, processes, and responsibilities.
• Empathy & Member Focus: Deliver empathetic, solutions‑driven support so every member feels heard and supported.
• Communication & Professionalism: Apply strong listening and communication skills with discretion and professionalism.
• Technical Confidence & Accuracy: Navigate multiple systems efficiently with strong attention to detail.
• Self‑Motivation: Work independently and proactively within a remote team environment.
• Team Connection: Value teamwork and actively build strong relationships both virtually and in person.

Why You’ll Love This Role

• Great pay + shift loadingsfor early, late, weekend and public holiday shifts
• 5 weeks annual leave+ a “Me Day” after your first year of service
• Eligibility for KPI bonuses(after induction period)
• Huge discountson travel, holidays, groceries, movies, fitness, insurance & more
• Career pathwaysacross NRMA -many leaders started here
• Hybrid working: Workingfromhome with collaboration & engagement days each month within our offices at eitherOlympic Park or Gosford

Ready to Keep Australia Moving?

All successful applicants will be subject to full ongoing Australian work rights and required to complete satisfactory pre-employment checks.

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.